Frequently Asked Questions
1 Buying an admission pass
1.1 Can I buy an admission pass for someone else?

Yes.

You can buy an admission pass for someone else or for a gift.

They will need your order number when they visit the Museum.

All individuals must be present at the same time i.e. we are unable to give two Annual Passes on one day and two further Annual Passes on a different day from the same order.

If the people you have bought admission pass for, don't want a named pass, then their entry will be for one day only. 

 

1.2 I won a ticket in a competition, when can I use it?

You can use a ticket you have won in a competition anytime during the normal opening hours of the Museum.

We will extend all complimentary passes already issued by four months, this is slightly longer than the time the Museum has been closed for in 2020.

 

1.3 Do I have to book admission passes online before visiting?

No.

We will not require visitors to pre-book or pre-pay for their admission passes.

We are confident that we can re-open the Museum safely without the need for pre-booking.

There's lots of space in the outdoors for visitors to distance from other visiting groups and we are putting in place measures to support visitor flow and maintain social distancing.

 

1.4 When will I receive my admission tickets?

When you buy your tickets online you will receive an email confirmation of your purchase.

Please bring along your order confirmation number from the email with you and have it ready to tell the staff when you arrive. Our team will then issue you with your Annual Passes.

All individuals must be present at the same time i.e. we are unable to give two Annual Passes on one day and two further Annual Passes on a different day from the same order.

If you do not want a named pass, then your entry will be for one day only. 

 

1.5 When is my new purchased admission pass valid from?

Your admission pass is valid for 12 months from the first time you visit the Museum.

Please bring along your order confirmation number from the email with you and have it ready to tell the staff when you arrive. Our team will then issue you with your Annual Passes.

All individuals must be present at the same time i.e. we are unable to give two Annual Passes on one day and two further Annual Passes on a different day from the same order.

If you do not want a named pass, then your entry will be for one day only. 

 

2 Gift Aid
2.1 Do you charge more if I want to Gift Aid my admission?

No.

We don't charge more if you want to Gift Aid on your admission.

 

2.2 What is Gift Aid?

Gift Aid is a tax relief allowing U.K. charities to reclaim an extra 25% in tax on every eligible donation made by a U.K. taxpayer.

If you select 'Yes' before you add admission passes to your cart, then you are confirming that you are a U.K. taxpayer and that you pay income or capital gains tax in the U.K. at a rate at least equal to the amount reclaimed on their donations in the current tax year. 

 

3 Existing Annual Pass holders
3.1 If I already have an Annual Pass, do I need to book in advance to visit?

No.

If you are already an Annual Pass holder you will not need to book to make a return visit. As you already know we have lots of glorious outdoor space with room for people to distance from other visiting groups.

Please remember that we may ask you to show your ID to show that you are the individual named on the Annual Pass. Please help us to stop the abuse of our generous Annual Pass scheme by bringing your ID with you when you visit.

 

3.2 Are you extending the expiry date for existing Annual Passes?

Yes.

We will extend all valid, in date, Annual Passes by four months, irrespective of when they were purchased. This is the time we feel you 'missed out' on visiting us.

Please remember that we may ask you for ID when you return to visit with your Annual Pass. Please help us to stop the abuse of our generous Annual Pass scheme by bringing your ID with you when you visit.

Our staff will organise a new extended pass for you on arrival.

We are unable to post out new extended passes. They can only be exchanged when the ticket holder is at the Museum.

 

4 Buying from the online Gift Shop
4.1 When will my shop purchase be ready to collect?

We will aim to have your shop purchase ready to collect within four working hours of you placing your order.

This means if you place an order after 4pm, it is unlikely to be ready for collection until 12 noon the following day. 

If you are in any doubt, please call before you travel to the Museum to check your order is ready to collect.

Please arrive with your order number to collect your purchases. Your order number is on the email you received after purchasing your items.

 

4.2 When will I receive my shop purchases?

For the time-being we are not shipping or delivering items bought from the online shop. We are only offering a click and collect service.

When you arrive to collect your order, please have your order number with you. This is on the order confirmation email you received after buying your gifts.

 

5 General online buying questions
5.1 Is my online payment secure?

PayPal and Stripe are our secure payment gateways for debit and credit cards.

 

5.2 Can I make a purchase over the telephone?

No.

At present we are unable to take payments for shop items or admission passes over the telephone.

 

5.3 What will my details be used for?

Your contact details will be used for three reasons.

The first is the NHS Track and Trace scheme which museums (like pubs and cafes) are a part of. We will supply your contact details to the NHS if asked and up to 21 days after your visit.

This is only applicable if you are visiting the museum and does not relate to the collection of shop orders alone.

The second is simply so that we can find you on our systems if you need to ask a question about your order.

The third and final reason is if you have chosen to Gift Aid on your admission. We pass on your details to the HMRC when we make our Gift Aid claims.

Your details are held in accordance with the Data Protection Act. We will never pass on your to anyone other that then NHS or HMRC. We do not add you to our marketing database unless you have specifically signed up to receive our newsletter.